Job Title: Major Incident Manager / Crisis Management Location: Remote Years of Experience: 10+ Years Job Summary The Major Incident Manager will play a critical role in the Service Management Office (SMO) within Infrastructure Management services. This position is responsible for coordinating the response to major incidents, ensuring timely resolution, and driving continuous improvement in incident management processes. The ideal candidate will have a strong background in ITIL practices, particularly in incident management, and will be adept at data analysis and process reengineering.
Responsibilities - Major Incident Identification: Promptly identify major incidents, assess their impact, and classify them based on predefined criteria.
- Notification: Initiate and lead communication to notify stakeholders about the incident and its potential consequences.
- MIM Coordination: Coordinate all resources and personnel required to resolve the major incident, including technical teams and subject matter experts.
- Escalation: Escalate incidents as necessary to ensure timely resolution, involving senior management when required.
- MIM Resolution Management: Drive the incident resolution process, ensuring that issues are addressed in a structured and effective manner.
- Documentation: Maintain detailed records of incident timelines, actions taken, and resolutions for post-incident analysis.
- Communication: Provide regular status updates to stakeholders during the incident and ensure accurate and timely communication throughout the incident lifecycle.
- Post-Incident Review: Conduct post-incident reviews to analyze the incident response, identify areas for improvement, and implement corrective actions.
- Continuous Improvement: Continuously refine and improve the major incident management process and associated procedures.
Mandatory Skills - Proven experience in Major Incident Management within an ITIL framework.
- Strong analytical skills with the ability to assess incident impact and prioritize effectively.
- Excellent communication skills, both verbal and written, for stakeholder engagement.
- Experience in coordinating cross-functional teams to resolve incidents.
- Ability to work under pressure and manage multiple incidents simultaneously.
Preferred Skills - ITIL V4 certification.
- Experience with IT service management tools (e.g., ServiceNow, JIRA).
- Knowledge of IT infrastructure and application support.
- Experience in data analysis and reporting.
Qualifications - Bachelor's degree in computer science, Information Technology, or a related field.
- 5-10 years of experience in IT service management, with a focus on incident management.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
